Getting IT Service Management Right – 5 Key Building Blocks

The IT team is often the backbone of any organization, and because of this, they find themselves oscillating between putting out fires and planning for the future.  Everyday hundreds or thousands of IT tickets are submitted – some as simple as needing help setting up a monitor, to more complex and daunting issues that relate to viruses, ransomware and more.

To help manage the vast array of activity, IT leaders need to implement an IT Service Management (ITSM) platform that won’t further drain resources. As the industry has matured, there are 5 key elements to look for when shopping for an IT Service Management software platform.

1. Is it codeless? Some platforms are, more or less, development platforms – requiring deep technical expertise to create custom forms, automation, integration and workflow routines. As ITSM software has matured, CIOs are looking for no code platforms that won’t drain IT resources.

2. Does it support ITIL? ITIL is a framework or set of guidelines that many CIOs use to establish best in class IT Service Management organizations. It can be adopted in part or whole – many will start small and over time will adopt more and more of the framework. IT Service Management software should allow for this approach – you don’t want to be forced into a process that may not fit your organization, and at the same time, there are some standards that you may want to adopt. A flexible ITIL approach will help to support this journey.

3. Does it have a service portal and knowledge base? This is critical; to reduce the volume of IT tickets, phone calls and emails, organizations will start to migrate end-users to an online portal. If the portal is easy to use, indexed properly and allows for quick feedback, it will be adopted faster. Over time, the knowledge base can become more and more useful – many CIOs will report a reduction of up to 70 percent of inbound tickets because they have a stellar portal.

CIOs with stellar service portals report up to a 70% reduction in inbound tickets.

4. Can you conduct resource capacity planning? Many ITSM platforms are just a glorified ticketing system – you can manage tickets, assign tickets and do some basic routing. However, a more mature platform will combine IT Service Management with Project Portfolio Management. Why? Because most IT resources have some ticket work and some project work – if you have this all in a single place, you can conduct resource capacity planning and the technicians can see their day in one place.

5. Does it give you ITSM and ESM? A true IT Service Management software solution will offer the full spectrum of functionality needed – this starts with incident/problem management and then incorporates asset management, release management, CMDB/configuration and change management, as well as the self-service portal and knowledge base.  However, a solution that is built only for IT is limiting – to get the most out of your investment, it should be capable of Enterprise Service Management (ESM) – offering a solution that can be used in HR, Marketing, Facilities and more.

Getting IT Service Management Right – 3 True Stories

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